PWS - Computer Support Services (6-2-2023).pdf

PERFORMANCE WORK STATEMENT (PWS)

Computer Support Services

1. INTRODUCTION

This services contract is to provide Computer Support Services in support of the U.S. Air Force voluntary off-duty education and training program located at the Education and Training Flight, Pope Army Airfield, NC.

1.1 Description of Services: The Contractor shall provide all personnel, equipment, supplies, transportation, tools, materials, supervision, proper licensing/credentials, and non-personal services necessary to perform Computer Support Services as defined in this PWS except for those items specified as Government furnished property and services.

1.2 Scope: The Contractor shall provide computer support services supporting Air Force voluntary off-duty education programs which include systems administration, network infrastructure configuration, trouble-shooting and technical PC desktop support for Education and Training flight offices, classrooms, and test labs. The contractor will administer lab servers running current Windows network operating systems and provide system support to lab clients and other users running the acquired and/or latest software systems to include computer services for all updated computer programs utilized within the Education & Training Flight. The contractor will be the Automated Data Processing Equipment (ADPE) custodian or Alternate ADPE custodian as deemed necessary by the Flight Chief.

2. GENERAL REQUIREMENTS

2.1 Hours of Operation: The contractor shall provide 3 sessions each week. A session is defined as a 4-hour continuous work unit session. Regular scheduled sessions shall be provided Monday, Tuesday, and Wednesday of each week from 0800-1200. If a session needs to be rescheduled by the Government due to holidays or any unforeseen circumstance, the Government will provide the contractor a 24-hour notification to coordinate an agreed to rescheduled session day/time. The contractor is not required to work on Federal holidays or any other designated days due to Base/Installation closures, sessions affected will be rescheduled as outlined above.

2.2 Primary Place of Performance: Work will be performed at the Education and Training Flight (Building 430), Pope Army Airfield, North Carolina 28308. In limited circumstances, the contractor may be required to provide remote contract support to Government employees that are for instance, teleworking or TDY.

2.2.1 Other Place of Performance Requirements: In very limited circumstances, the contractor will be required to travel in the vicinity of Ft Bragg/Pope Army Airfield, NC during the performance of this contract to support meetings, conferences, and training events. Travel costs incurred for these limited events will not reimbursed under this contract.

2.3 Security Clearance Requirements: Contractor personnel performing work under this contract are not required to have a security clearance, however they must meet all eligibility requirements to be issued a DoD Common Access Card (CAC) which is required to perform contract requirements, information at link below:

https://www.cac.mil/common-access-card/getting-your-cac/

2.3.1 Professional Certification Requirements: Contractor personnel must maintain the required IT credentials and the level of security required for the life of the contract. The Government does not provide updates to credentials unless authorized to do so.

2.3.2 Physical Security: The Contractor shall be responsible for safeguarding all Government equipment, information and property provided for Contractor use. At the close of each work period, Government facilities, equipment, and materials shall be secured.

2.4 Identification of Contractor Employees: All contract personnel attending meetings, answering Government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of meeting attendees and of the public that they are Government officials. They must also ensure that all documents or reports produced are suitably marked as Contractor products or that Contractor participation is appropriately disclosed.

2.5 Contractor Primary Representative: The Contractor shall provide an individual, and alternate, who is responsible for the performance of the work. The names of these individuals shall be designated in writing to the contracting officer. Contractor representatives should have full authority to act for the Contractor on all contractual matters relating to the requirements of this contract.

2.6 Post Award Conference: The Contractor shall attend, either in person or via remotely, any post award conference convened by the contracting officer.

2.7 Phase In/Phase Out Period: To minimize any decreases in productivity and to prevent possible negative impacts on services, the Contractor shall participate in any phase in period of an incoming contractor. During this period, the Contractor shall coordinate with the incoming contractor to ensure they become familiar with performance requirements in order to commence full performance of services on their contract start date.

3. GOVERNMENT FURNISHED ITEMS AND SERVICES

3.1 Services: The Government will provide personnel to assist with workspace set-up;

access to government network services, information technology systems, and other data collection equipment/software, as required for performance of contract requirements.

3.2 Facilities: The Government will provide the Contractor a work area comparable in standards with the government employees of the organization.

https://www.cac.mil/common-access-card/getting-your-cac/

3.3 Utilities: All required utilities in the Government facility will be available for the contractor’s use in performance of tasks outlined in this PWS. The Contractor shall instruct employees in utilities conservation practices and shall be responsible for operating under conditions that preclude the waste of utilities.

3.4 Equipment: The Government will provide use of a computer system and authorized access to applications, systems, servers, appliances, devices, and other related equipment as needed.

3.5 Materials: The Government will provide basic office supplies necessary to perform duties and publications applicable to performance of duties, such as Standard Operational Procedures (SOPs), applicable regulations, manuals, texts, briefs, and any other materials associated with these projects and the hardware/software noted throughout this PWS.

3.6 Training: The Force Development Flight Chief (FSD) or designee as determined by the FSD, ensures all Contractor employees receive initial and recurring security education training from the sponsoring agencies security manager. Training will be conducted in accordance with (IAW) applicable Air Force Instructions/Guidance that will be provided to the contractor at award.

4. CONTRACTOR FURNISHED ITEMS AND RESPONSIBILITIES

4.1 General: The Contractor shall furnish all supplies, equipment, facilities and services required to perform work under this contract that are not listed under Section 3 of this

PWS.

5. SPECIFIC TASKS: The Contractor shall perform the following tasks:

5.1 Task Area 1: Implementing and Maintaining the Operation of the Flight’s LAN Requirements

The contractor shall be responsible for implementing and maintaining the operation of the flight’s ISP LAN requirements and shall perform the following:

5.1.1 The contractor shall install and maintain the network architecture of the computer labs, including complete classroom configuration

5.1.2 The contractor shall administer the Windows based classroom and testing room servers, personal computer, smart-boards, all multi-media components and peripherals.

Server use is subject to change to a web-based program.

5.1.3 The contractor shall troubleshoot Ethernet LAN networking and protocols. Provide technical support for system security, user account management, printer and peripherals management, user access and connectivity to classroom LAN, intranet, and internet.

5.1.4 The contractor shall prepare and maintain up to date education client requirements prior to scheduled test sessions.

5.1.5 The contractor shall ensure labs are fully functional and prepared in accordance with educating client requirements prior to scheduled classes and testing.

5.1.6 The contractor shall implement, configure, update, and provide support for desktop applications.

5.1.7 The contractor shall formulate, develop, and document procedures for the solution of application and computer lab network problems.

5.1.8 The contractor shall analyze and implement methods to automate system updates, patches, and virus signatures. The contractor shall update e-Exams and keep communication lines/phones updated and inform the FSD once completed. Contractor shall quickly expedite e-test computers back to an operations state, if computers go down.

5.1.9 The contractor must stay current in LAN management and with AF standards regarding hardware and software maintenance

5.2 Task Area 2: Setting-Up and Maintaining Education and Training Center Personnel Hardware, Software and Peripherals

The contractor shall be responsible for setting up and maintaining Education and Training Center personnel hardware, software and peripherals as follows:

5.2.1 The contractor shall determine and recommend procurement of hardware and software for the organization based on optimal use of applications and business needs.

5.2.2 The contractor shall install, maintain, and administer education software programs.

Implement and maintain ghosting software for classroom and end user programs.

5.2.3 The contractor shall implement and maintain ghosting software for classroom and end user operating system and application replication.

5.2.4 The contractor shall provide hardware and software support to systems and end users. The contractor shall respond to end user requests for assistance. Interface with systems vendors and the Enterprise Service Desk (ESD) regarding identified issues.

5.2.5 The contractor shall responsible for assisting education and training staff with escalated customer related issues trouble-shooting hardware and software while using Education and Training Flight equipment and programs.

5.2.6 Provides assistance to when Education and Training Flight is involved with briefings and/or meetings where contractor expertise is required.

5.3. Task Area 3: Inventory and Security: The contractor shall be responsible for servicing a computer inventory of 20-25 computers, two servers and associated peripheral equipment.

5.3.1 The contractor shall maintain inventory and maintenance paperwork for all ADPE assigned to the Education and Training Flight.

5.3.2 The contractor shall prepare and maintain certification and accreditation packages for all computers and servers.

5.3.3 The contractor shall manage a disaster recovery plan for the computer labs.

5.3.4 The contractor shall ensure virus updates are current on all unmanaged, stand-alone, and laptop computers.

5.3.5 The contractor shall maintain documentation of patches installed. Contractor shall update all electronic computer updates.

6. PERFORMANCE REQUIREMENTS SUMMARY

The Contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

Performance Objective PWS Paragraph

Performance Standard Performance Threshold Method of Surveillance

PWS 5.1

The Contractor shall implement and maintain the operation of Flight’s LAN requirements.

Performance standards are in accordance with the PWS Task Area 1 requirements.

All LAN requirements must be met with zero deviation from performance standards.

No more than 2 valid customer complaints per Fiscal Year (FY).

COR

Observation

PWS 5.2

The Contractor shall set-up and maintain the Education and Training Flight’s Personnel Hardware, Software and Peripherals.

with the PWS Task Area 2 requirements.

All personnel hardware, software, and peripherals will be installed to operate with zero deficiency rates.

No more than 2 valid

PWS 5.3

The contractor shall be responsible for servicing a computer inventory and for the security of 20-25 computers, two servers and associated peripheral equipment.

with the PWS Task Area 3 requirements.

All computers, servers, and peripheral inventory will be maintained with no loss of items over the period of the contract.

All computer updates and patches will occur on an as-needed basis with no loss of computer service to the Education and Training Flight.

Documentation of computer updates, virus updates, and patches installed will be maintained and documented on a monthly basis in an inventory and security binder.

No more than 2 valid and /or 100% Inspection

END OF PWS

Performance Standard